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You see it, you like it, you buy it. Well, actually, if you’re like most of us, you see it, you like it, read reviews — and then take a look at the price tag. Is it too expensive? Do I need it? What value will I derive from it?

Whether deliberating a personal or business purchase, when we’re answering questions like these we’re essentially building the business case for what we want to buy. Perhaps another question to ask ourselves is this: what is the cost of doing nothing? This is especially pertinent as we weigh investments in contact center modernization.

Industry experts and research tell us companies that manage end-to-end customer journeys across multiple touchpoints and channels can build a significant competitive advantage, reduce customer churn and differentiate the brand from competitors. At the same time, a recent Econsultancy report shows that 83% of online shoppers need support to complete a purchase, and 57% prefer to interact via live chat. A couple of years ago, web chat was a ‘nice-to-have’ and now it has become a customer expectation around the world.

As smartphone screens continue to expand and more consumers use them as their primary device, Art Rosenberg in Customer magazine says contact centers are evolving to unified business interaction centers. He projects mobile customers will increasingly access live assistance contextually from within a mobile app.

The Cost of Doing Nothing

The message is plain and simple – there is a cost of doing nothing. If today’s contact centers don’t stay current with evolving customer and business needs, companies pay the price of lost customers and poor reputations. Yet, finding the budget dollars to fund contact center modernization is still a challenge within many businesses.

If you are facing the challenge of finding budget to modernize your contact center, check out our Tip Sheet titled,Building the Business Case for ACD Replacement. You’ll learn new ideas for making the business case for your contact center.

Once you’ve created and prioritized your contact center modernization ‘to-do’ list, we can help you make the business case for investment. Our Financial Analysis team, working with our Business Consulting team, has built a robust set of ROI tools to help you craft a cost benefit analysis tailor-made for your own company. Click here, and we’ll get started!

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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.